Ecrion
JUNE 18, 2020
Strong branding is a necessary attribute in order to optimize your company’s sales and resonate with your audience. But, building customer trust is one of the most crucial components of branding that you need to focus on in 2020. It can seem difficult, though, to decide on the best way to go about it. Not sure where to start? Don’t worry, we’ve got you covered.
Heart of the Customer
JUNE 18, 2020
Back in February (which feels like a century ago!), our analyst Diane and I were at the offices of Legrand AV, interviewing VP of Customer Experience Laurie Englert and her team. During a break, I turned to Diane and said, “There’s something here. I’m not sure what it is, but something stands out as different.” […]. The post The Myth of the Customer-Focused CX Leader appeared first on Heart of the Customer.
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Russel Lolacher
JUNE 14, 2020
Is your organization really putting the customer first? If you talk to any organization, they will always tell you that the customer is their first priority. It’s who they serve. It’s why they get up in the morning. It’s their reason for being in business. It all sounds good, if it’s true. The problem is these are cliches. And not worth the poster paper they’re printed on in your boss’s office if your organization doesn’t actually put those words into co
Experience Investigators by 360Connext
JUNE 16, 2020
How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint. Walk through high-friction points often. We’ll look at each method in detail below, but first, let’s talk about why this is so critical to the well-being of your customers and your organization.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
GetFeedback
JUNE 14, 2020
Designing a customer experience that seamlessly incorporates the machines from our daily lives.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Customer Bliss
JUNE 17, 2020
We have seen leaders around the world engage personally in the lives of their customers and employees. They have shed the corporate veneer and packaging to listen—really listen to understand people’s worries, concerns and shifting needs. We have seen that companies have the ability to be flexible and pivot swiftly, through uniting their organizations to focus on the most important things and deliver value that people need now to achieve their goals.
Beyond Philosophy
JUNE 17, 2020
We do research called an Emotional Signature ® that examines the CustomerExperience from a subconscious psychological perspective. Therefore, by definition, you get a different viewpoint after you undertake it for your organization. However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda.
TechSee
JUNE 16, 2020
Even before COVID-19 disrupted the world, the field service industry had been undergoing a transformation. Seasoned Baby Boomer field service technicians are rapidly approaching retirement, causing a generational gap. When these older technicians hang up their tools, precious industry knowledge retires along with them. In fact, Field Service News reports that 73% of organizations have identified an aging workforce as a potential threat to their field service operations.
eglobalis
JUNE 15, 2020
Customer Experience Leadership Act boldly to protect customers and employees customer driven customer obsessed. The post Deep Leadership: Act Boldly to Protect Customers, Employees and Partners appeared first on Eglobalis.
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
SurveySparrow
JUNE 19, 2020
All team managers will agree: Keeping your qualified, talented, and dedicated employees engaged and loyal is one of the most crucial parts of the job. Case in point, 87% of human resource managers say improving employee retention is a top priority for both long and short-term. Retaining your top employees is critical for a number of reasons. For one, your loyal, engaged, long-time employees are also likely to be the most talented.
Beyond Philosophy
JUNE 13, 2020
The 5 Rules to. Managing How Your Customers Make Decisions. A lot of Behavioral Economics can feel intimidating. However, it doesn’t have to be. The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. What Are The Five Rules? How people make decisions is a complicated and fascinating subject.
PeopleMetrics
JUNE 17, 2020
Every organization has a different level of VoC maturity. Some companies have had VoC in place for many years, while others are just getting started. Companies typically begin in one of three phrases: building, growth, or optimization. Where you start with VoC depends on your level of maturity. This framework is important for every company to review in light of COVID-19, which has likely impacted how you interact with your customers.
ShepHyken
JUNE 16, 2020
Facial Coding in the Customer Experience. How to Read and Respond to Customers’ Emotions to Deliver Better Service. Shep Hyken interviews Dan Hill , founder of Sensory Logic. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions. Top Takeaways: Facial coding is not facial recognition, but rather how emotions are displayed on the face.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
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Talkdesk
JUNE 15, 2020
In our previous post , we covered several strategies to improve your contact center’s onboarding processes and set your agents up for success. Our conclusion? A successful onboarding program that combines new learning formats, personalized assessments and automated tools can be a great way to reduce employee turnover and boost productivity. Now, let’s dive into the next step on your path toward turning every agent into a top performer: coaching and development!
Bold360
JUNE 18, 2020
It used to be so easy. You could send an employee to a customer’s home to solve a problem or tell someone to come into your physical store for you to take a look at their product. Today, though, that approach almost never works. For one thing, social distancing keeps people from engaging face to face any more than they have to. But the problem runs deeper than COVID.
Kustomer
JUNE 18, 2020
Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by Bob Thompson from CustomerThink to discuss his recent research on customer experience. Bob is the CEO and founder of CustomerThink and has published a book titled, Hooked on Customers. His career and company are built upon the idea of customer centricity and other customer service management principles.
ShepHyken
JUNE 15, 2020
Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. The Rise Of Premium Loyalty: What Do Your Customers Expect in 2020? by Retail TouchPoints. (Retail TouchPoints) In 2020, revenue is critical.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
Talkdesk
JUNE 19, 2020
I started Talkdesk ® right after college. I was 24-years-old and had just completed my Master’s in Engineering. At that time, my life was much different than it is now; I was working from my parents’ house, trying to find a way to make money to support myself. One day, I heard of a hackathon set up by a cloud-based messaging company giving away Macbooks to people that built something – a new app or product – using telephony.
ReviewTrackers
JUNE 16, 2020
Let’s talk customer acquisition strategy. One fundamental way to grow your business is to win new customers. Sounds simple enough, right? After all, there are so many channels and so many ways for today’s businesses to find, engage with, and attract potential new customers. The most challenging part: where exactly — and how. After all, you don’t want to waste your time and money on the wrong channel or customer acquisition strategy.
Comm100
JUNE 15, 2020
Chatbots have come a long way in the past few years. The improvements in technology have enabled developers to expand on bot capabilities far beyond just functioning as a FAQ. Today, the automation of chatbots can process orders, perform financial transactions, make bookings, and much more. (Check out other intelligent functions here.). However, as intelligent as bots can be, no chatbot can handle and resolve all your customer queries.
Second to None
JUNE 19, 2020
How has consumer behavior shifted through this pandemic? Consumer behavior has indefinitely changed during COVID-19. People are consuming time on the internet for longer periods of time and are seeking fresh ways of interacting with businesses. According to a study by McKinsey & Company , we have progressed five years forward in consumer and digital adoption in merely 8 weeks.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
Eptica
JUNE 16, 2020
Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. Published on: June 17, 2020. Author: Tom Walmsley - Business Development Manager As with the rest of the business world, customer service departments have been transformed by the COVID-19 outbreak. In fact, research from Contact Babel found that 84% of UK contact centres have now moved from a centralised model to one based on home working – up from
NetBase
JUNE 18, 2020
Recovery is the name of the game right now, and sustainability is figuring prominently in many of these conversations. Here’s how and why your brand should care about this trend. And ways to start strategizing around it. Sustainability is more than a buzzword, it’s the way smart businesses are headed. It makes sense, as the largest consumer segments right now – Millennials and Gen Z are very ecologically minded.
Storyminers
JUNE 19, 2020
Mike has been recognized as one of top Customer Service Experts of the Decade! Mike Wittenstein | Founder and Managing Partner, STORYMINERS. LinkedIn | Twitter. Mike Wittenstein is the founder of one of the world’s first strategic storytelling and experience design consultancies. He helps small- and mid-cap service brand leaders to increase their ability to create value, engage their employees, and deliver better returns.
Advantage Communications
JUNE 16, 2020
There’s an abundance of information across the internet on the importance of both the customer experience (CX) and the employee experience , but, surprisingly, it’s fairly difficult to find information on aligning them both together. The vast majority of businesses spend their time wondering what comes first, employees or customers. Why not both? By taking care of the employee experience, your employees will take care of the customer experience.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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